Workbooks Helps FM Co Win Big Financial Customer

Workbooks, a CRM and marketing automation vendor, says the platform has helped TCFM to win its biggest financial customer.

TCFM had been using Workbooks to manage their Customer Relationship Management (CRM) for more than four years, however with a big business pitch coming up, worth £10-15 million, Marketing Manager Fiona Ellingham (who has now left the company) knew they needed an edge.

“We were already using Workbooks to manage our CRM and for our helpdesk. It had transformed the way we could serve our customers but we were aware that it could do a lot more. We’d started to use it for lead generation too, helping to identify warm leads from specific sectors.

“Workbooks’ reporting dashboards mean we can see which companies have been engaging with our website and which areas they’ve been most engaged with. We can also see which sectors are most engaged and target our marketing activity accordingly.

“We used Workbooks’ mapping module to match the customer’s more than 600 branches around the country with the geolocations of our own resources to work out potential costs and identify any areas where we might need to increase our presence. And when one of the customer’s teams asked us for a map of the confirmed sites, we were able to send it to them straight away."

Helpdesk

Ellingham continued: “Workbooks has also allowed us to expand our helpdesk offering and create a service that’s aligned to the needs of our customers. After first trialling the system a couple of years ago, we were impressed at how it was able to log issues and provide real-time information to help our colleagues be more efficient. The beauty with the Workbooks' system is that it can be configured to our business needs rather than having to fit our process around what the system can do.

"The new system provides our support staff with what they need on one screen. We’ve now rolled it out across all our customers and used it for our recently relaunched IT helpdesk too.”

Communications

“And when we eventually won the contract in October 2018, we used Workbooks’ automated email facility to send out a range of internal comms, including video, to spread the news. This led to a three times higher click rate than we’d been getting previously and helped to create a sense of excitement in the business.”

Picture: Workbooks has helped TCFM to win its biggest financial customer.